Guest Service Agent - Conrad Los Angeles

Guest Service Agent – Conrad Los Angeles

Job Number: HOT0

CDD5

Conrad Los Angeles, 100 S. Grand Avenue, Los Angeles 90012

Be a part of the newest luxury hotel in downtown LA, Conrad Los Angeles! As part of the billion‑dollar project The Grand LA, this is the 7th Conrad Hotel in the U.S. and the 1st in California.

Located in Downtown LA’s cultural corridor, Conrad Los Angeles is the city’s newest luxury destination, featuring over 300 rooms, a world‑class spa, a 16,000‑square‑foot rooftop pool deck, 12,000 square feet of event space, and three dynamic dining experiences—including our signature restaurant, San Laurel, all in partnership with Chef Jose Andres’ award‑winning restaurant group, Jose Andres Food Group .

In this role as a Guest Services Agent you will be responsible for greeting and registering guests and checking guests out of the hotel in the hotel’s continuing effort to deliver outstanding guest service.

What will I be doing?

• Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selections of rooms based on guest needs. Code electronic keys. Non‑verbally confirm the room number and rate. Promote and administer Hilton Marketing Programs such as Hilton Honors for arriving guests. Ensure guest knows location of room and arranges for a team member to accompany guest to the room.
  
  Provide welcome packet containing room keys, tokens of appreciation, gifts, etc. to guest.
• Ensure rooms and services are correctly accounted for within guest statements. Properly account for services provided by the hotel. Assist guest with check‑out payments or charges. Accept and record vouchers, credit, traveler’s checks, and other forms of payment. Convert foreign currency at current posted rates.
• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information on outlet hours, special VIP programs, events, etc.
• Receive special requests from guests and respond appropriately or forward requests to appropriate team members for decisions and actions.
• Promptly answer the telephone and e‑mail inquiries, input messages into the computer, and advise other team members of special guest needs. Retrieve messages and communicate the content to the guest. Retrieve mail, packages and facsimiles or other special items for customers as requested.
• Field guest complaints, conduct research to develop the most effective solutions, and negotiate results. Listen and extend assistance to resolve problems such as price conflicts or insufficient heating or air conditioning. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps using experienced judgment and discretion.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. Our leadership is a result of our team members staying true to our Vision, Mission, and Values.

Values we look for:

• Hospitality – We're passionate about delivering exceptional guest experiences.
• Integrity – We do the right thing, all the time.
• Leadership – We're leaders in our industry and in our communities.
• Teamwork – We're team players in everything we do.
• Ownership – We're the owners of our actions and decisions.
• Now – We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Customer Focus

What will it be like to work for Hilton? Hilton is the leading global hospitality company spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.

The Benefits – Hilton is proud to…